About the Role
United Bank for Africa (UBA) is looking for a detail-oriented and dedicated Service Quality Assurance Officer to join our dynamic team in Lagos, Nigeria. In this full-time, on-site role, you will play a pivotal part in maintaining our legacy of excellence by ensuring our customer service interactions, processes, and transactions consistently meet rigorous internal standards and regulatory requirements. If you have a passion for customer experience excellence and a sharp eye for process optimization, we invite you to apply.
Key Responsibilities- Monitor and evaluate customer service interactions across multiple touchpoints to ensure strict adherence to UBA service standards.
- Conduct regular quality checks and internal audits related to customer experience, identifying operational service gaps.
- Recommend actionable improvements and actively support the implementation of necessary corrective actions.
- Prepare comprehensive quality reports and analyze trends in customer feedback to drive continuous improvement.
- Collaborate closely with branch and operations teams to seamlessly enhance overall service delivery.
- Support training and coaching initiatives to foster a culture of consistent, high-quality service across the organization.
- Bachelor's degree in Business Administration, Finance, Quality Management, or a related discipline.
- Relevant professional certifications in service or quality management will be a distinct advantage.
- Minimum of 2-4 years of experience in banking, financial services, or customer service quality assurance roles.
- Strong proficiency in quality control frameworks, process reviews, documentation, and compliance monitoring.
- Exceptional analytical and problem-solving skills, with proven expertise in root cause analysis and reporting tools.
- Outstanding interpersonal and communication skills for effective cross-functional collaboration and constructive feedback delivery.
- Competitive salary with comprehensive health insurance coverage.
- Opportunities for professional development and continuous career growth within a leading pan-African financial institution.
- Dynamic, collaborative, and inclusive work environment in the heart of Lagos.